Refund and Returns Policy

At DumboCart, we aim to ensure a delightful shopping experience for our customers while supporting our network of trusted vendors. Our return policy is designed to provide clarity for items related to plants, gardening tools, and related products while adhering to UK consumer laws.

1. General Return Guidelines

Eligibility for Returns

Damaged, Faulty, or Incorrect Items: If your item arrives damaged, faulty, or not as described, you are entitled to a repair, replacement, or refund. Notify the vendor within 7 days of delivery with proof (e.g., photographs) of the issue.
Vendor-Specific Policies: Each vendor may have their own return policies for specific products, especially plants, live Fishes & Crustaceans and customized items. Please review the vendor’s policy on their product page before purchasing.

2. Items That Cannot Be Returned

Perishable Goods: Live plants, Fishes & Crustaceans, seedlings, flowers, and perishable gardening products cannot be returned unless they arrive damaged or in poor condition.
Customized or Made-to-Order Items: Personalized pots, planters, and bespoke gardening tools are non-returnable unless defective.
Opened or Used Items: Once opened, soil, fertilizers, seeds, or other consumables are non-returnable for hygiene and safety reasons.

3. How to Initiate a Return

Contact the Vendor: Visit your order details on DumboCart and reach out to the vendor directly via their vendor profile or messaging system. Provide your order number, proof of purchase, and details about the issue.
Follow Vendor Instructions: Vendors may request additional details (e.g., photos of damage). For approved returns, the vendor will provide a return address and instructions.
Shipping the Item: Ensure items are securely packed to prevent damage during transit.

4. Refunds

Processing Refunds: Refunds will be issued to the original payment method within 14 days
Processing Refunds: Refunds will be issued to the original payment method within 14 days of the vendor receiving and approving the returned item.
Return Shipping Costs: Customers are responsible for return shipping costs for change-of-mind returns. For faulty, damaged, or incorrect items, the vendor will cover return shipping costs.

5. Plants and Live Goods Policy

We understand that live plants, Fishes & Crustaceans require extra care. Here’s how we handle such returns:

Damaged Plants on Arrival: Report any issues with live plants immediately on the same day of receipt of the shipment with clear photographs. Damage caused by improper care after receipt is not covered.
Plant Variations: Slight variations in color, size, or shape are normal for plants and are not considered defects.
DOA (Dead on Arrival): If the fish arrives dead, you must report the issue immediately after delivery. Clear unboxing video (starting from unopened packaging) is required as proof. Photos alone are not sufficient for DOA claims.
Wrong Species/Order Error: If you receive the wrong fish species or incorrect quantity, contact us within 24 hours. Photos of the fish received and the package label are required.

6. Need Help?

If you experience issues with a vendor or need assistance with a return, please contact DumboCart support at support@dumbocart.com or use our online support form. Our team will help mediate and resolve the issue promptly.

Legal Compliance

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@dumbocart.com .

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@dumbocart.com and send your item to: {Vendor specific address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.